Request a call back
Menu

Terms and conditions

These are the arrangements that apply when you use help, a subscription or another service from PIDORAC. We have written them down as clearly as possible.

General terms and conditions of PIDORAC Services B.V., drawn up on 28 December 2016, last updated in November 2026.

This is a translation. In case of differences, the Dutch version applies.

Article 1. Definitions

In these terms and conditions, the following terms have the following meanings:

  1. PIDORAC: PIDORAC Services B.V., Dorpsstraat 68, 1566 AM Assendelft, the Netherlands, Chamber of Commerce (KvK) number 67096360.
  2. Customer: anyone who enters into a contract with PIDORAC or is in discussion with PIDORAC about one.
  3. Consumer: a customer who is not acting for the purposes of their business or profession.
  4. Business customer: a customer who is acting for the purposes of their business, profession or organisation.
  5. Services: everything PIDORAC does for the customer, such as remote help, Even checken (our service for checking suspicious messages; Dutch for “just checking”), lessons, workshops, advice, OCR, ticket and message processing, and website and code review.
  6. Subscription: an ongoing contract for services, such as Gerust Basis, Gerust Plus and Gerust Familie (our monthly help plans: basic, plus and family).
  7. Products: goods supplied by PIDORAC, such as computer equipment and software.

Article 2. When do these terms and conditions apply?

  1. These terms and conditions apply to all offers, quotes and contracts of PIDORAC.
  2. The customer’s general terms and conditions do not apply, unless PIDORAC has agreed to them in writing.
  3. Deviating arrangements only apply if PIDORAC has confirmed them in writing (for example by e-mail).

Article 3. Quotes and entering into a contract

  1. A quote is without obligation and valid for 30 days, unless the quote states otherwise.
  2. A contract is concluded when the customer accepts a quote, or when PIDORAC confirms an order or subscription. This may be done verbally, for example by telephone, or in writing.
  3. Prices and descriptions on the website, in leaflets or in other advertising have been prepared with care. PIDORAC is not bound by an obvious mistake or typing error.

Article 4. How we perform our services

  1. PIDORAC performs its services carefully and to the best of its ability. With computer problems, PIDORAC cannot always promise that a problem will be solved completely. We will, however, always do our best.
  2. When providing remote help, PIDORAC only works while the customer is present and watching. The customer can end the connection themselves at any time.
  3. PIDORAC will never ask for passwords, PINs or bank codes. If a login is needed, the customer types it in themselves.
  4. The customer is responsible for making a proper backup of important files. Where necessary, PIDORAC will point this out to the customer before starting the help.
  5. PIDORAC only installs software or changes settings if the customer agrees.
  6. If the help takes longer than agreed, PIDORAC will first ask whether the customer wishes to continue.
  7. PIDORAC may engage others to help perform the work. PIDORAC remains responsible for the performance.

Article 5. Prices

  1. The current prices are shown on the website. For consumers, all prices include VAT. For business customers, we state prices excluding VAT.
  2. For one-off help, the first 15 minutes are free. After that, one-off help costs € 12.50 per quarter of an hour, unless a different price has been agreed in advance.
  3. For personal lessons, workshops and business assignments, the price stated in the quote applies.
  4. PIDORAC may change the prices of subscriptions. We will announce a price increase at least one month in advance. The customer may then cancel the subscription with effect from the date on which the new price takes effect.

Article 6. Subscriptions

  1. A subscription runs per month and is automatically renewed for one month at a time.
  2. A subscription can be cancelled monthly. The customer cancels by e-mail to info@pidorac.eu, stating their name and address. The subscription ends at the end of the month in which the customer cancels.
  3. What is included in each subscription is shown on the Prices page.
  4. Unused help minutes expire at the end of the month. PIDORAC will, however, take this into account reasonably (fair use): if the customer used little help in a month and needs help shortly afterwards, PIDORAC will consider this favourably.
  5. Gerust Familie applies to one household. We only send the short message to a family member after each time we help if the customer has given consent for this.
  6. Does the customer need more help than the subscription includes? Then they pay the rate for one-off help. PIDORAC will always ask the customer first.

Article 7. Payment

  1. The customer pays by invoice, by bank transfer (SEPA). The customer can also pay by direct debit, but only if they have signed a mandate for this.
  2. An invoice must be paid within 14 days of the invoice date, unless otherwise agreed.
  3. If a consumer does not pay on time, PIDORAC will first send a reminder, allowing a further 14 days to pay. If the consumer still does not pay, PIDORAC may charge statutory interest and the statutory collection costs.
  4. If a business customer does not pay on time, they are in default without any reminder being required. PIDORAC may then charge statutory commercial interest and the collection costs.
  5. PIDORAC will never ask you to pay immediately via a link during a phone call.

Article 8. Right of withdrawal for consumers (cooling-off period)

  1. If a consumer concludes a distance contract, for example by telephone, e-mail or through the website, they have a cooling-off period of 14 days. During that period they can withdraw from the contract without giving any reason. PIDORAC may ask for the reason, but the consumer does not have to give it.
  2. For services and subscriptions, the cooling-off period starts on the day the contract is concluded. For products, the cooling-off period starts on the day the consumer receives the product (or the last product of an order).
  3. Does the consumer want PIDORAC to start the help within the cooling-off period? Then PIDORAC will ask for their express consent. If the consumer nevertheless withdraws from the contract within the cooling-off period, they only pay for the part that has already been performed.
  4. If a service has already been performed in full within the cooling-off period, with the consumer’s express consent and after the consumer has stated that they know they will lose their right of withdrawal as a result, that service can no longer be withdrawn from.
  5. The consumer gives notice of withdrawal by e-mail to info@pidorac.eu or by post. If the consumer has already paid, PIDORAC will refund the amount within 14 days, less any amount for the part that has already been performed.
  6. Does the consumer wish to return a product? Then they return it within 14 days of the withdrawal, complete and as far as possible in its original condition and packaging. The costs of returning the product are borne by the consumer.

Article 9. Cancellation and changes by business customers

  1. A business customer can only cancel or change an order in consultation with PIDORAC.
  2. If a business customer cancels an order, PIDORAC may charge the costs already incurred, such as hours worked, materials and products ordered.

Article 10. Business services

  1. For business assignments, such as OCR, ticket and message processing, website and code review, advice and workshops, the arrangements set out in the quote apply, together with these terms and conditions.
  2. The business customer ensures that the data, files and access that PIDORAC needs are available on time and are correct.
  3. If PIDORAC processes personal data on behalf of the business customer, PIDORAC and the customer will enter into a data processing agreement.
  4. Deadlines and delivery times are a best possible estimate. A deadline is only a strict (final) deadline if this has been expressly agreed in writing.

Article 10a. Domain names and email

  1. If PIDORAC registers or transfers a domain name for the customer, the domain name is registered in the customer’s name: the customer is the registrant. PIDORAC arranges the registration through an accredited registrar.
  2. Each domain name is also subject to the rules of the registry for that extension. For .nl these are SIDN’s General Terms and Conditions for .nl Registrants (sidn.nl), for .eu the rules of EURid, and for .com and others the rules of ICANN. The customer agrees to these rules, provides PIDORAC with correct and complete details, and reports changes in good time.
  3. PIDORAC only registers a domain name once the customer has agreed to the price. The domain name check on the website is an indication. Whether a name is really available is only certain after registration.
  4. A domain name is registered for one year and then renewed for one year at a time. A mailbox runs per month. The customer can cancel at any time. After the first period, a consumer has a notice period of no more than one month. If a consumer has already paid for a longer period, the excess is refunded.
  5. If the customer wants to transfer a domain name to another provider, PIDORAC provides the transfer code (token) within 5 working days.
  6. If a domain name is neither renewed nor transferred, it is cancelled. Email on that domain name will then no longer work. PIDORAC warns the customer about this in advance.
  7. The customer uses a domain name and mailbox in a normal way and not for spam or anything unlawful. PIDORAC may block a domain name or mailbox if the registry, the registrar or the law requires it, for example in case of abuse.
  8. PIDORAC is not responsible for outages at the registrar, the registry or the email provider (see also Article 15). We therefore advise you to keep your own copy of important email. We are happy to help you with that.

Article 11. Supply of products

  1. If PIDORAC supplies products, such as computer equipment or software, PIDORAC will deliver them to the address provided by the customer.
  2. A delivery time is a best possible estimate. PIDORAC delivers to consumers within 30 days at the latest, unless a different delivery time has been agreed. If this is not possible, PIDORAC will inform the consumer. The consumer may then terminate the contract free of charge, and will receive any amount already paid back within 30 days.
  3. For consumers, the product remains at PIDORAC’s risk until delivery. For business customers, the risk passes at the time of dispatch.
  4. A business customer must report a product that has not been received within 7 days of the invoice date.
  5. A product remains the property of PIDORAC until it has been paid for in full.
  6. Products are supplied in accordance with the manufacturer’s specifications. PIDORAC is not responsible for changes made by the manufacturer.

Article 12. Warranty, third-party software and returns

  1. Products are covered by the manufacturer’s warranty. PIDORAC helps the customer to make use of that warranty. In addition, a consumer always has the statutory rights that come with a purchase.
  2. Software from other parties (for example Microsoft, Apple or a virus scanner) remains the property of those parties. The customer must comply with the licence terms of that software.
  3. A business customer only returns a product after consultation with PIDORAC, within 30 days of the invoice date, properly packaged and in a saleable condition. PIDORAC may charge reasonable administration costs.

Article 13. Liability

  1. PIDORAC is only liable for direct damage resulting from a failure attributable to PIDORAC.
  2. PIDORAC’s liability is limited to the amount charged for the order concerned. For a subscription, this is no more than the amount of three months’ subscription fees. If PIDORAC’s insurance pays out, liability is limited to the amount paid out by the insurer.
  3. PIDORAC is not liable for indirect damage, such as consequential damage, loss of profit or missed savings. PIDORAC is also not liable for the loss of data if the customer had not made a backup.
  4. PIDORAC is not liable for problems caused by software or equipment from other parties.
  5. The limitations in this article do not apply if the damage is the result of intent or deliberate recklessness on the part of PIDORAC. In addition, a consumer always retains the rights the law gives them.

Article 14. Complaints

  1. Is the customer not satisfied? Then we would like to hear about it as soon as possible. The customer can call +31 75 641 7437 and ask for the management, or e-mail info@pidorac.eu with ‘Complaint’ in the subject line.
  2. PIDORAC will respond within 2 working days and will work with the customer to find a solution.

Article 15. Force majeure

PIDORAC is not liable if it cannot fulfil its obligations, or cannot fulfil them on time, due to force majeure. This includes, for example, fire, a power cut or a fault at an internet or hosting provider, illness, or any other cause over which PIDORAC can reasonably have no influence.

Article 16. Termination

  1. If either party fails to fulfil its obligations, even within 14 days of a written notice of default, the other party may terminate the contract.
  2. PIDORAC may terminate the contract with a business customer with immediate effect if that customer is declared bankrupt, applies for a suspension of payments or ceases its business.
  3. Anything the customer already owed remains payable.

Article 17. Other provisions

  1. If a provision of these terms and conditions is invalid, the other provisions remain in force. The invalid provision is then replaced by a provision that comes as close to it as possible.
  2. PIDORAC may change these terms and conditions. We will inform our subscribers of important changes at least one month in advance. If a subscriber does not agree with the change, they may cancel their subscription with effect from the date on which the change takes effect.
  3. A business customer may only transfer its rights under the contract to another party if PIDORAC agrees to this in writing.

Article 18. Applicable law and disputes

  1. All contracts with PIDORAC are governed by Dutch law.
  2. If PIDORAC and the customer cannot resolve a dispute together, the dispute will be submitted to the competent court in the district in which PIDORAC has its registered office. A consumer retains the right to submit the dispute to the court that has jurisdiction under the law.